Awesome.
Let's talk about knowledge management let's now understand the features of a sales force.
Knowledge how to configure sales force knowledge and how to use it in sales force.
Basically sales force knowledge is used for building a knowledge base inside sales force like a kind
of a place holder we can see to create and manage all your content.
Like for example if customers are having issues with any product.
So what do they do.
They call the customer service.
Right.
So that is what they do instead.
If we can provide them the knowledge articles with respect to the issues and how to troubleshoot them
then they can do it all by themselves very easily.
So that can save their time and energy as well as ours.
And it makes the process much easier.
In fact having this knowledge base is actually the most common way also providing safe service bought
it for customers to solve their own queries and which also helps the organization in decreasing the
case creation rate because they can find answers to their question by themselves rather than creating
a case called.
Now let's also understand about the feature license.
So basically Salesforce knowledge it comes as a featured license so you need to purchase licenses for
your users to use Sandoval's knowledge feature so it will enable a user as a knowledge user.
What we need to do is go to the user detailed page and enable they use it as a knowledge user.
Check this checkbox.
So this enables the user as a knowledge user.
And then he can access knowledge and articles and this consumes a license.
So the more users you enable the more licenses you need to purchase.
And this is a feature license basically for effect.
Now that we have enabled this let's understand how to enable Salesforce knowledge for our org in your
developer org.
Go to settings set up knowledge knowledge settings that you would have this option of enabling says
for knowledge and here.
Yes I understand.
Also read these important information out here.
This mainly insist that after you enable Salesforce knowledge you can disable that but you can hide
that feature.
All right.
So once you are done reading all this information click on enabled Salesforce knowledge but effective
we have enabled Salesforce knowledge now and we are seeing that knowledge sitting here.
So here are the general settings allow users to create and edit articles from the article stab or write
and allow users to add extra multimedia content.
OK and activate validation status field.
Let's also activate this and let's talk about this validation for later.
So let's activate this and save Google.
Now we have enabled Salesforce knowledge for our org and also we enabled the user as a knowledge user
and we have also done some knowledge settings.
Perfect.
Knowing the upcoming sessions let's talk about how to configure the various aspects of Salesforce knowledge.